How To Upsell Drinks

I’m your host, KAD, and I’ve been slinging drinks and navigating the world of hospitality for over two decades.
The past 15 years, I’ve perfected my bartending skills, experimented with countless flavor combinations, and learning a thing or two about how to keep the party going behind the bar.

Whether you’re a seasoned bartender like me just looking for some fresh inspiration or a complete beginner who is eager to whip up impressive cocktails at home, Shake, Sip, Serve is here to be your guide.

In the below blog, I’ll be sharing my knowledge and experience on everything from classic cocktails and innovative new creations to essential bartending techniques and industry secrets. I’ll also be offering tips on stocking your home bar, mastering the art of presentation, and creating a memorable experience for your guests.

So, grab your shaker, dust off your favorite glassware, and get ready to embark on a delicious journey into the world of bartending!
Let’s Shake, Sip, and Serve up something amazing together.

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Mastering the Art of Upselling Drinks in Your Australian Bar (RSA Compliant)

Upselling drinks in a bar is a delicate dance. It’s about enhancing the customer experience, boosting your bottom line, and, most importantly, doing so responsibly and in full compliance with Australia’s rigorous Responsible Service of Alcohol (RSA) laws. When done right, it can transform a regular night into a memorable one, creating loyal customers and driving significant revenue. However, missteps can lead to negative experiences, legal issues, and damage to your reputation. This guide will equip you with the knowledge and strategies to master the art of upselling drinks in your Australian bar, all while adhering to the highest standards of responsible service.

Understanding the Australian Bar Landscape and RSA

Before we dive into upselling techniques, it’s crucial to understand the unique context of the Australian bar scene and the importance of RSA.

• Diverse Clientele: Australian bars cater to a diverse clientele, from locals seeking a casual drink to international tourists looking for unique experiences. Understanding your target audience is paramount.
• Strong Craft Beverage Culture: Australia boasts a thriving craft beer, wine, and spirits industry. Upselling opportunities abound in showcasing local and premium products.
• Stringent RSA Laws: Australia’s RSA laws are designed to minimise alcohol-related harm. These laws vary slightly between states and territories, but the core principles remain the same:
• • Preventing Intoxication: Staff must monitor patrons for signs of intoxication and refuse service to those who are intoxicated.
  • Minors: Serving alcohol to minors is strictly prohibited.
  • Promoting Responsible Consumption: Bars must promote responsible alcohol consumption and provide alternative options.
  • Duty of Care: Bar staff have a duty of care to ensure the safety of their patrons.

Upselling Strategies: A Step-by-Step Guide

1. Know Your Products Inside and Out:
2. • Product Knowledge: Deeply understand your bar’s drink offerings, including ingredients, flavour profiles, origins, and production methods.
   • Tasting Sessions: Conduct regular tasting sessions with your staff to familiarise them with the drinks and their unique characteristics.
   • Storytelling: Learn to tell the story behind each drink. Customers are more likely to upgrade if they feel a connection to the product. For Example, “This Gin is distilled with native Australian botanicals, sourced from the rainforest.”
2. Master the Art of Suggestion:
3. • Proactive Recommendations: Don’t wait for customers to ask. Proactively suggest drinks based on their preferences and the time of day.
   • Pairing Suggestions: Offer drink pairings that complement food orders. For example, “This steak pairs perfectly with a full-bodied Shiraz.”
   • Upselling Techniques:
   • • “Would you like to try our premium version of that cocktail?”
     • “We have a fantastic selection of local craft beers. Would you like to try one?”
     • “Would you like to upgrade your wine to a bottle?”
     • “For an extra $X, you can upgrade to a top shelf spirit.”
   • Descriptive Language: Use descriptive language to entice customers. For example, “This cocktail is a refreshing blend of tropical fruits and spices.”
3. Highlight Premium and Local Products:
4. • Showcase Local Craft Beverages: Promote local craft beers, wines, and spirits. Customers are often willing to pay a premium for unique and locally sourced products.
   • Premium Upgrades: Offer premium upgrades to classic drinks. For example, a top-shelf gin and tonic or a single malt whisky.
   • Seasonal Specials: Introduce seasonal specials that feature premium or unique ingredients.
4. Create Enticing Drink Menus:
5. • Visual Appeal: Design visually appealing menus that highlight premium and local products.
   • Descriptive Language: Use descriptive language to entice customers.
   • Pairing Suggestions: Include pairing suggestions on the menu.
   • Clear Pricing: Ensure pricing is clear and easy to understand.
   • Highlight ABV: Ensure all alcoholic beverages have their ABV clearly marked.
5. Provide Exceptional Customer Service:
6. • Attentive Service: Provide attentive and personalised service.
   • Build Rapport: Build rapport with customers and make them feel welcome.
   • Anticipate Needs: Anticipate customer needs and offer suggestions accordingly.
   • Address Concerns: Address customer concerns promptly and professionally.
6. Implement Upselling Incentives:
7. • Staff Incentives: Offer staff incentives for upselling premium and local products.
   • Customer Loyalty Programs: Implement customer loyalty programs that reward repeat customers.
   • Happy Hour Specials: Offer happy hour specials that encourage customers to try new drinks.
7. Responsible Service of Alcohol (RSA) is Paramount:
8. • Monitor Intoxication: Closely monitor patrons for signs of intoxication.
   • Refuse Service: Refuse service to intoxicated patrons.
   • Offer Alternatives: Offer non-alcoholic alternatives to intoxicated patrons.
   • Promote Responsible Consumption: Promote responsible alcohol consumption through signage and staff interactions.
   • Provide Water: Offer free water to all patrons.
   • Food Availability: Always have food available.
   • Safe Transport: Offer assistance with safe transport options, such as taxis or ride-sharing services.
   • Legal Compliance: Stay up-to-date on the latest RSA laws and regulations in your state or territory.
   • Staff Training: All staff must have current RSA certification.
   • Never encourage rapid consumption: Never encourage drinking games or rapid consumption of alcohol.
8. Training and Development:
9. • Regular Training: Conduct regular training sessions for staff on product knowledge, upselling techniques, and RSA compliance.
   • Role-Playing: Use role-playing exercises to simulate real-life scenarios.
   • Feedback and Coaching: Provide regular feedback and coaching to staff.
9. Data Analysis and Optimization:
10. • Track Sales Data: Track sales data to identify popular drinks and upselling opportunities.
    • Monitor Customer Feedback: Monitor customer feedback to identify areas for improvement.
    • Adjust Strategies: Adjust upselling strategies based on data analysis and customer feedback.
10. Ethical Upselling:
11. • Transparency: Be transparent about pricing and product information.
    • Avoid Pressure Tactics: Avoid using pressure tactics to upsell drinks.
    • Focus on Customer Satisfaction: Focus on providing a positive customer experience.
    • Never upsell to an intoxicated person: This is a serious legal breach.

Common Upselling Mistakes to Avoid:

• Being Pushy: Avoid being overly aggressive or pushy when upselling.
• Ignoring Customer Preferences: Don’t ignore customer preferences or try to upsell drinks they don’t want.
• Neglecting RSA: Never neglect RSA responsibilities in the pursuit of sales.
• Lack of Product Knowledge: Not knowing the products you are selling.
• Not listening to the customer: Ensure you are actively listening to the customer, and not just focusing on sales.

By following these guidelines, you can create a culture of responsible upselling in your Australian bar, enhancing the customer experience, boosting your bottom line, and ensuring compliance with RSA laws. Remember, upselling is not just about increasing sales; it’s about providing exceptional service and creating a positive and memorable experience for your patrons.

Thanks for joining us behind the bar! 

The bartending community is a vibrant and supportive one, and I’m excited to build that community here on Shake, Sip, Serve. I’d love to hear your thoughts, questions, and experiences in the comments below. What are you shaking up these days? What topics would you like to see covered in future posts? Let’s connect and continue the conversation!
Liquor & Gaming NSW: This website provides information on liquor licensing, responsible service of alcohol (RSA) training, and regulations for serving alcohol in NSW. It’s essential for anyone working in the hospitality industry in NSW. You can find it here: https://www.liquorandgaming.nsw.gov.au/

Check out more :
How To Make Drinks
How To Use Bartending Tools
How To Mix Cocktails
How To Garnish Drinks
How To Pair Drinks With Food
How To Clean Bartending Equipment
How To Upsell Drinks
How To Create A Drink Menu